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josecool69
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Slow speed and keep getting disconnected

My speed is 38.43Mps which is slower than my mates BT and I seem to always get disconnected in the evening. Can anyone help?

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josecool69
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Re: Slow speed and keep getting disconnected

BTW I'm supposedly on the new VIVID 200 Optical Fibre!
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Re: Slow speed and keep getting disconnected

Hi josecool69,

 

Welcome to the Community!

 

Really sorry to hear you're experiencing speed issues.

 

I've run a diagnostic on your equipment and everything is looking great at the moment. Are you connecting wired or wirelessly?

 

If it's wired, can you run a speed test with the hub in Modem Mode?

 

Speak soon Smiley Very Happy

 

Josh


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josecool69
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Re: Slow speed and keep getting disconnected

Run the wired connection got near to 50Mbps.

Now I'm getting 16.03Mbps. Contacted Virgin Media.

Now I've been told:

The reason that you're facing slow speed issue is due to an upgrade going on to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering you may be experiencing (particularly at peak times) will be resolved. "Really? I hope so!" 3:27 PM

The estimated end time is 12 APR 2017 09:20am "Ah, that sounds more like it! I have to wait over 2 months to see the results!" and the upgrade reference number is F004810872. Also, I'll ensure that you get the compensation for this month which will reflect in the next bill. " This month??? How about the whole entire year? And how about giving it to every user without the need to waste customer's time having to contact you"

"Looking forward to the compensation. Wondering how much it would be for this daily occurence, but really would wish that the advertising claims would be what you get."

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Re: Slow speed and keep getting disconnected

Hi josecool69, 

 

Thanks for getting in touch I am sorry to see you have had trouble with your connection. 

 

I have taken another look and it seems you are affected by fault ref F004810872 which I can see you mentioned in your post. The current review date is 12/04/2017. I will pop you a PM to discuss this further. Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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Re: Slow speed and keep getting disconnected

So I have waited 3 months and the review date has passed and gone.

No message on the little envelope either.

Not possible to speak to anyone online on the live chat because that doesn't work either despite sending a message through it, only to be told it is not available once you've spent time writing all the details!

No credits on my account, as promised, for the lack of service, the constant frustration with broadband being cut-off, and when it is on, the slow speeds that I am still getting!

200mb? Don't make me laugh!

Is this what I am to expect from Virgin?

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Re: Slow speed and keep getting disconnected

Hi there josecool69,

 

Sorry to hear about all of this.

 

I've located your account and there are currently no faults listed.

 

Please feel free to let me know if I can help with anything more,

 

Nat_J


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